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I had the pleasure of listening to Andrew McMillan's talk at the LMS Annual Conference today at Chancery Lane. This article on the Gazette website is well worth a read. In our business we talk about "Hire the attitude. Teach the skills". Seems to work for us.

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‘Hire for attitude,’ McMillan advised, alluding to his own experience of customer service: ‘You can’t teach someone to be nice. You can teach them to sell a computer.’